Last updated October 2024

Santa's Christmas Tree Express - Return & Exchange Policy

Here at Santa's Christmas Tree Express, our team works hard to ensure you’re completely satisfied with your purchase. We know that the holiday season can be a busy time, so when in doubt, we are always here to help.

Understanding Our Satisfaction Guarantee

If you’re not satisfied with your tree, our Satisfaction Guarantee offers a full refund within 14 days of your purchase. After 14 days, we are happy to discuss a partial refund or exchange.

To get started, please contact our customer support team at hello@santaschristmastreeexpress.com.au, and we’ll be ready to assist you.

Initiating a Refund or Exchange

Please email us with proof of purchase and a photo of your tree showing its current condition. Once we receive your request, our friendly team will review it and reach out to arrange a refund or replacement.

We will collect the tree from your property free of charge within 72 hours or provide an exchange if that is your preference. No extra conditions apply to this guarantee.

Partial Refunds

Partial refunds may be granted in the following situations:

• Trees that are more than 14 days old and have naturally declined, or where care instructions provided have not been followed.
• Trees placed in environments that may cause them to perish early, such as direct sunlight or near heat sources.
• Multiple services purchased where some services are still intended for future use, such as the use of the Christmas Tree Stand.

Once your refund is approved, a credit will be automatically applied to your original payment method, and you’ll receive a confirmation email from us. If this is not your preferred option, please let us know. If your refund is delayed or missing, please reach out, and we’ll look into it for you.

Exchanges

We cannot guarantee that an exchange will be available, as this depends on stock availability at the time of your request. However, we will do our best to fulfill all exchange requests and deliver your new tree to your door free of charge.